Evaluation of Operational Performance and the use of e-Business Technology for the Implementation of Supply Chain Management which has an Impact on Customer Loyalty at PT. DHL Global Forwarding Indonesia


Authors : Ellen Seasafira; Prasadja Ricardianto; Edhie Budi Setiawan; Siti Maimunah; Zaenal Abidin

Volume/Issue : Volume 8 - 2023, Issue 1 - January

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3Jav4KF

DOI : https://doi.org/10.5281/zenodo.7563899

The large number of business contact termination phenomena over the past year became one of the foundations of the study, while there were no major problems underlying the termination of such employment contracts. So a study is needed to find out what can affect the level of customer loyalty in the International Supply Chain Department. The study was conducted with a total of 75 respondents. The data was collected through an instrument on the questionnaire whose results were changed based on the Likert scale and tested first before analyzing the data using the path analysis method. The results showed that operational performance and the use of e-bussiness technology had a significant positive influence on the implementation of supply chain management. Furthermore, the implementation of supply chain management in accordance with operational performance and the use of e-bussiness technology has an impact on increasing the level of customer loyalty, so that the implementation of supply chain management as an intervening variable is proven to function to strengthen the influence of operational performance and the use of e-bussiness technology on customer loyalty.

Keywords : operationalwork, use of e-Bussines technology, implementation of supply chain management, and customerloyalty.

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